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No 1

General information

Contact Number or Email ID a) Less than 20 years [ ] b) 21 to 30 years [ ] c) 31 to 40 years [ ] d) 41 to 50 years [ ] e) above 50 years [ ] Sex a) Male [ ] b) Female [ ] Educational level a) No formal education [ ] b) School level [ ] c) Under Graduate level [] d) Post graduate & above [ ] Occupational status a) Agriculture [ ] b) Professionals [ ] c) Business [ ] d) Govt. employee [] e) Private employee [ ] f) Home maker [ ] g) Student [ ] h) Others specify [ ] Marital status a) Single [ ] b) Married [ ] Family monthly income a) up to Rs. 5000 [ ] b) Rs. 5001 to Rs. 10000 [ ] c) Rs. 10001 to Rs. 15000 [ ] d) Rs. 15001 to Rs. 20000 [ ] e) Above Rs. 20001 [ ] Number of members in the family a) Two [ ] b) Three [ ] c) Four [] d) Above Four [ ] How often do you check your e-mail? a) Regular [ ] b) Irregular [ ] c) Never [ ] Please specify the amount spent on monthly basis at the organized retail outlet merchandise a) Less than Rs. 1000 [ ] b) Rs. 1001 to Rs. 2000 [ ] c) Rs. 2001 to Rs. 3000 [ ] d) Rs. 3001 to Rs. 4000 [ ] e) Above Rs. 4000 [ ] Please specify the organized retail outlet that you make regular purchase? a) Nilgiris [ ] b) Reliance Fresh [ ] c) Heritage Fresh [ ] d) Aditya More [ ] e) Spencers Daily [ ] f) Bigbazaar [ ]

2 Age group

3 4

6 7

8 9

10

11

12 What is the frequency of your purchase at organized retail outlet? a) Daily [ ] b) Weekly twice [ ] c) Weekly once [ ] d) Fortnightly [ ] e) Monthly [ ] f) Others [ ] Who goes for shopping in your house ( you can tick more than one option if 13 required) a) Self [ ] b) Spouse [ ] c) Both [] d) Children [ ] e) Servant [ ] 14 Please state the mode of payment for your shopping at the outlet ( you can tick more than one option if required) a) Cash [ ] b) Credit card [ ] c) Debit Card [] d) Gift Coupons [ ] e) Others Please specify [ ] 15 State the distance of the organized retail outlet from your house a) Less than 1 Km [ ] b) Between 1 to 3 Kms [ ] c) More than 3 Kms [ ]

16 Please specify the average time spent in the store a) Less than 15 minutes [ ] b) 16 to 30 minutes [] c) 31 to 45 minutes [ ] d) More than 45 [ ] minutes 17 Please specify the approximate number of items purchased during single purchase a) Less than 5 items [ ] b) 6 to 10 items [] c) 11 to 15 items [ ] d) 16 to 20 items [] e) More than 20 items [ ]

Part A : Product and Price

Please specify your perception as Strongly Agree - SA, Agree - A, Neither Agree nor Disagree - N, Disagree - DA, Strongly Disagree - SDA regarding the Product and price of organized retail outlet. S D SD A A N A A 18 Products supplied are of superior quality 19 Excellence of quality relative to other stores 20 I feel I am getting the value for my money 21 All required brands of products are available 22 Product of private label are available 23 Products that are new in the market are available 24 More variety of products are available 25 Products are available in required quantity 26 The products are priced fairly 27 Price offers are effective (E.g. Price discounts) 28 Low price relative to other store 29 Reasonable price related to product quality 30 Always Required stock is available at the outlet 31 Products out of expiry date are removed from the shelves 32 Product offers are useful( example buy one take one) 33 The free products are given without request 34 Festival offer fulfills the requirement. 35 I get Products that I like 36 I am Forced to like products that I get

Part B: Store atmosphere

Please specify your perception as Strongly Agree - SA, Agree - A, Neither Agree nor Disagree - N, Disagree - DA, Strongly Disagree SDA, regarding the Store atmosphere attributes of Organized retail outlet. S SD A A N DA A 37 It is easy to search required products 38 It is easy to locate required product Display boards of prize and products are displayed at 39 necessary place 40 Neatness of the outlet is maintained throughout the day Window display acts as stimulus for customer to enter the 41 outlet 42 Entire Store layout is to move within the store Retail outlet has Excellent presentation and decoration of 43 products

44 45 46 47 48

Comfortable lighting facility is provided in the outlet Air-condition facility of the outlet is comfortable Fragrance of the outlet is comfortable Colour of the outlet influence the time spent in the outlet Music helps to set the right tone for shopping S A A N DA SD A

49 50 51 52 53

Retail outlet provide pleasant shopping experience Retail outlet makes attractive point of purchase display Retail outlet provides Happiness of shopping atmosphere Retail outlet provides Relaxation of shopping atmosphere Shopping experience at the outlet is satisfactory

Part C : Sales People and Services

Please specify your perception as Strongly Agree- SA, Agree- A, Neither Agree nor Disagree-N, Disagree- DA, Strongly Disagree-SDA regarding the sales people and services attributes of organized retail outlet S D SD A A N A A 54 The salesperson greet you as soon as you enter 55 Salesperson fix the customer problem quickly 56 Readiness of employees to come for assistance 57 Assistance of sales people for locating the product 58 Explanation of sales people about the benefit of the new product 59 The sales person would speak in language I could understand 60 The sales people have a well-dressed and professional appearance 62 Sales person provide right service at first time Employees of the outlet have necessary problem solving 63 skills Sales people are willingly making extra effort to help the 64 customer 65 The sales people were well mannered and friendly 66 Easy Availability of required carry bags and trolleys 67 Orders on phone are accepted 68 Home delivery is made promptly 69 Additional billing center are provided during peak hours 70 Complaints regarding the defective goods are attended as per expectations Providing Kids zone will create comfortable shopping for 71 parents This outlet insist on error free sales transaction and records 72 in terms of billing 73 The awards win by the retailer influence my purchase 74 Easy exchange of goods 75 Easy of money return in the case of impossibility of return or exchange 76 Multiple payment options (Cash, credit card, Debit card) The minimum amount on credit card usage limit is 77 convenient

78 79 80 81 82

The products are packed convenient to carry Necessary vehicle parking facility is available Timing of shop is convenient Working hours of the outlet is convenient Outlet is located at prominent location

Part D Promotion
Please specify your perception as Strongly Agree- SA, Agree- A, Neither Agree nor Disagree-N, Disagree- DA, Strongly Disagree-SDA regarding the promotions made by retail outlet S D A A N A 83 Advertisement about retail outlet are informative 84 Advertisement of retail outlet are attractive 85 Advertisement influences my purchase S A A N DA 86 In store promotion influences my purchase 87 Satisfied customer is best advertisement 88 Advertising is the art of convincing people to buy which they have not planned 89 90 91 92 93 94 95 96 97 98

SD A

SD A

Advertising has only half-truth in it Advertisement says about the utility of the products Advertisement informs about offers provided at the outlet Advertisement are ignored Advertisement is legalized lying Advertisement is useful in making shopping plan Retail outlet decorations for festival influences the purchase Price offers influences the purchase Product offers influences the purchase According to your perception Organized retail outlet compared to other retail outlet is having (You can tick more than one option)

a) Reasonable price c) All required product available at one place d) Standardized quality f) Good service g) All mode of payment possible 99 Please rank the following factors of organized retail outlet as per your importance in selecting them. Provide 1 -Very important to 5 - Very unimportant a) Product [ ] b) Price [ ] c) Place [ ] d) Promotion [ ] e)Service [ ] Part : ECustomer Satisfaction Please specify your level of satisfaction towards following attributes of the organized retail outlet HS- Highly Satisfied, S- Satisfied, N- Neither Satisfied nor dis satisfied , DS- Dissatisfied, HDS- Highly Dissatisfied H D HD S S N S S 101 Product quality 102 Product Price 103 Availability of product 104 Interiors of the outlet 105 Layout of the outlet

106 107 108 109 110 111 112 113

Cleanliness of the outlet Salespeople appearance Sales people service Physical facilities Billing Service Parking facilities Advertisement Sales promotion- price offers, quantity offers, free samples

Part F: Loyalty 114 Please specify the percentage of purchase made at the retail outlet out of your total requirement. a) <25 % b)25% to 50% c) 50% to 75% d) 75% to 100% Please specify your agreement towards following statement. S A N D SD SA- Strongly Agree, A-Agree, N- Neither agree nor disagree, A A A DA- Disagree , SDA- Strongly Disagree 115 I am intended to repeat my purchase in the same outlet 116 I will recommend my friend with same needs to make purchase at the outlet 117 I have no alternative choice (Monopoly loyalty) 118 I do purchase at the outlet as they are the best (Committed loyalty) 119 My frequency of purchase at other outlets in a month is a) Nil [ ]b) One time [ ]c) Two times [ ]d) Three times [ ]e) More than three times [ ]